The Role
Leads IAM operations delivery, managing a 20+ person team providing 24/7 L2/L3 support across IGA, CIAM, PAM, workforce identity, and PKI services. Owns SLAs, staffing and shift planning, capacity optimization, program reporting, automation, continuous improvement, change validation, vendor collaboration, and team development. Partners with cybersecurity leadership, engineering, architecture, product, and business teams to maintain production IAM services.
Summary Generated by Built In
Role Summary:
The Manager Cybersecurity serves as the Operations leader responsible for managing the IAM operations team, deliver 24*7 coverage, L2/L3 ticket/tasks support for the IAM services (Saviynt, Ping Advanced Identity Cloud, CyberArk, 1KOSMOS, Entra ID and PKI).
The IAM Operations leader serves as a single point of contact, responsible for managing delivery for the above listed IAM services availability within defined SLAs. Responsible for managing the IAM operations team (20+) with a structured roster & rotation model to deliver 24*7 coverage without any SLA defaults.
The IAM Operations leader collaborates with IAM leadership, IAM Engineering, Digital Product teams, Security Architecture, Marketing, Customer Experience, and vendor partners to support, validate and test the changes associated with the IAM services. In addition, providing information with respect to the IAM services running in Production.
Beyond delivery ownership, the IAM Operations leader is responsible for upskilling, cross skilling of the IAM operations team, driving continuous service improvements to automate the manual L1/1.5 tasks in IGA, CIAM, PAM services. In addition, providing Program, Project status updates with respect to IAM operations to the Cybersecurity leadership team at GCC & US.
• Key ownership & responsibilities
o IAM operations service delivery management
o Program, Project management, Status reporting related to IAM operations delivery
o IAM operations people management, Shift roster planning & strategy
o Effort estimation and Resource capacity estimation & optimization
o Automation – tickets, process, improve productivity and efficiency. YoY improvement.
o Collaboration with IAM engineering, other Staples teams and OEM vendors for IAM services related changes, testing and support.
Requirements
Education Requirements:
Minimum Bachelor’s Degree - BE degree in Computer Science, Information Security, or a related field.
Years of Experience:
10+ years of relevant IAM implementation and support experience in IGA or CIAM or PAM services.
Basic Qualifications:
• 12-18 years of experience in Identity and Access Management (IAM) domain implementation & operations support with suite of solutions like IGA (Saviynt), CIAM (Ping Identity), PAM (CyberArk PAS, EPM), Workforce (Entra ID).
• Experience in managing a large IAM operations team of size 20+ with skills across IAM solutions listed above. Able to manage and deliver 24*7 coverage support.
• Program management, Status reporting and People management
Technical Skills:
• Hands-on implementation & operations support experience in IGA (Saviynt) or CIAM (Ping Identity).
• Estimation and Resource optimization skills
Preferred Qualifications:
• Experience in managing a large IAM operations team of size 20+ with skills across IAM solutions listed above.
• Program management, Status reporting and Team collaboration
• Exposure to Privileged Access Management, Workforce access management solutions.
Skills Required
- Bachelor's degree in Computer Science, Information Security, or a related field
- 10+ years of relevant IAM implementation and support experience in IGA, CIAM, or PAM services
- 12-18 years of experience in IAM domain implementation and operations support
- Experience with IGA solutions such as Saviynt
- Experience with CIAM solutions such as Ping Identity
- Experience with PAM solutions such as CyberArk PAS and EPM
- Experience with workforce identity solutions such as Entra ID
- Experience managing a 20+ person IAM operations team
- Ability to manage and deliver 24/7 coverage support
- Program management and status reporting experience
- People management experience
- Hands-on implementation and operations support experience in Saviynt or Ping Identity
- Estimation and resource optimization skills
- Experience with Privileged Access Management and workforce access management solutions
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The Company
What We Do
Staples India is Staples’ technology and innovation hub in Chennai, building platforms, systems, and digital solutions that support the company’s global operations and future of work. Staples serves consumers and businesses with workplace products and services, including office supplies, janitorial products, technology, furniture, breakroom essentials, print and marketing, shipping, travel, and promotional offerings. Its India teams focus on engineering, eCommerce, process optimization, and enterprise solutions.
